Refund Policy

1. Overview

This Refund Policy describes the conditions under which Stackvio (operated by Joseline Guadalupe Aguiñaga Fernandez, NIE Z3639979-G) processes refund requests for software development and related services.

Due to the bespoke and time-intensive nature of custom software development, our refund policy differs from standard product return policies. Please read this policy carefully before engaging our services.

2. How to Request a Refund

All refund requests must be submitted in writing by emailing:

We will acknowledge your request within 2 business days and provide a decision within 10 business days.

3. Deposit — Before Work Commences

A deposit of 30–50% of the total project value is required before work begins. Refund eligibility for deposits depends on when the cancellation is made:

• Cancelled before any work is commenced: the deposit is refundable minus a 10% administrative fee of the deposit amount to cover initial scoping, proposal preparation, and resource allocation costs.
• Cancelled after work has commenced: the deposit is non-refundable. The deposit compensates Stackvio for the time invested and resources allocated to your project.

4. Milestone and Progress Payments

Milestone payments are made upon completion and acceptance of defined project phases. Once a milestone has been accepted by the Client (either explicitly or by proceeding to the next phase without raising objections within the review period), milestone payments are non-refundable.

If a dispute arises about the quality of a deliverable within the agreed review period, Stackvio will work to remedy defects at no additional charge, in accordance with the warranty provisions in the Terms of Service.

5. Cancellation Mid-Project

If the Client cancels the project after work has commenced:

• All completed work to date will be invoiced at the agreed rate (pro-rata if not milestone-based).
• The initial deposit is non-refundable.
• Any amounts paid for completed and accepted work are non-refundable.
• Stackvio will deliver all work completed to date upon receipt of any outstanding balance.

Notice of cancellation must be provided in writing with a minimum of 30 days' notice as per the Terms of Service.

6. Defective Deliverables

If you believe a deliverable does not meet the agreed specifications, you must raise the issue within the review period specified in the SOW (typically 7–14 days of delivery). Stackvio will:

• Review your feedback within 5 business days.
• Confirm whether the issue constitutes a defect versus a scope change.
• Remedy confirmed defects at no additional charge within the warranty period.

Refunds for defective deliverables will only be considered if Stackvio is unable to remedy the defect after two (2) reasonable attempts.

7. Subscription and Retainer Services

For monthly retainer or subscription-based engagements:

• 14-day cooling-off period: If you cancel a subscription within 14 days of the first payment and before any services have been delivered, you are entitled to a full refund under EU consumer rights regulations (Directive 2011/83/EU). Note: this right does not apply where services have already commenced at your request.
• After 14 days or after services commence: the current month's retainer fee is non-refundable. Cancellation takes effect at the end of the current billing period.

8. Non-Refundable Items

The following are explicitly non-refundable:

• Initial deposits once work has commenced
• Payments for accepted project milestones
• Third-party costs incurred on your behalf (licenses, hosting, API subscriptions, etc.)
• Fees for change requests approved and completed
• Rush delivery fees
• Consultation and discovery session fees

9. Refund Caused by Stackvio

In the event that Stackvio cancels a project due to its own inability to deliver the agreed services (excluding force majeure events), we will:

• Provide at least 30 days' written notice where possible.
• Refund all amounts paid for work not yet delivered.
• Deliver all completed work to the Client.

10. Refund Processing

Approved refunds will be processed within 14 business days of approval. Refunds are issued via the same payment method used for the original transaction:

• SEPA bank transfer: refunded to the originating bank account.
• Card payments: refunded via Stripe to the original card. Card refunds may take 5–10 business days to appear on your statement depending on your bank.

11. Dispute Resolution

If you are dissatisfied with our response to a refund request, we encourage you to contact us first to reach an amicable resolution. If we are unable to resolve the dispute, you may:

• Use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr
• Contact the Spanish consumer authority (OMIC / FACUA) in your region
• Pursue resolution through the Courts of Madrid, Spain, as specified in the Terms of Service

12. Contact

For all refund requests and related enquiries, contact us at: